Manager Real Estate

**** ****** ***** ** . ***** Marlboro, Md *****

Phone Home:301-***-**** cell: 410-***-****

E-MAIL: *********@*****.***

TIFFANY-DIAN THOMAS

summary of qualifications

Financial professional with 12 year banking and financial services career.

Consistent career growth in consumer lending and branch operations. Strong

background in client relationship management and new product development. Licensed

Investment Advisor, NASD Series 6/63.

Licensed member of NMLS. Successfully passed S.A.F.E. exam

MBA degree from Johns Hopkins University with a 3.71 GPA.

Comprehensive knowledge of accounting principles and practices (GAAP) and financial

analysis gained through MBA coursework and work experience.

Up-to-date knowledge of banking/financial industry and mortgage lending regulations

and operations including Equal Credit Opportunity, Home Mortgage Disclosure, Truth

in Lending, Community Reinvestment, Commercial Loan Documentation, and the Bank

Secrecy Act.

Proven ability to excel in high pressured, ever changing environments and to

interact effectively with all levels of management, support staff and customers.

Strong analytical, problem solving, coaching, and decision making skills.

Excellent oral, writing, and presentation skills. Extensive experience briefing

management and delivering complex financial plans to customers.

Adept in using automated financial systems and software to query, retrieve, sort

and update data; and to create reports.

education

2003 M.B.A. in Management

Johns Hopkins University Baltimore, Maryland

1987-1991 B.A. English Literature

Hamilton College Clinton, New York

Professional experience

2010-2011 New Day Financial, LLC

Fulton, Maryland

Reverse Mortgage Account Executive

Provided information and guidance to customers on a range of complex reverse

mortgage products backed by the Federal Housing Administration (FHA). Solicited

and qualified customers for loans ranging from $50,000 to $625,500. Reviewed

income profiles and personal documents such as credit reports, tax returns and

financial statements. Documented loans for audit compliance. Resolved account

service issues. Maintained accurate documentation in customer files.

Successful in closing 1.5M in loans YTD 2011 and one of the top ten highest

producing account executives

Received two letters of commendation from customers, one within the first four

months on the job for

exceptional service quality and product knowledge.

Selected to serve on the VFW team to provide informed, specialized assistance to

veterans.

1998-2010 Bank of America

Baltimore, Maryland

Assistant Banking Center Manager (2009-2010)

Supervised daily banking center operations. Supervised and trained staff of 8

associates. Analyzed workflow to improve performance. Used automated systems and

software for accounting and collection functions. Performed daily, weekly and

monthly reviews of standard bank policies and procedures to ensure compliance with

federal and institutional regulations. Key contact for audits and exams.

Improved teller referral performance by 20% in one quarter through goal setting,

mentoring, and performance monitoring.

Developed and implemented an action plan that increased the branch's annual

compliance audit score from 86.8 to 94.7.

Increased overall customer satisfaction 12.1 points over 3 months.

Business Development Manager (2006-2009)

Selected by senior management to improve consumer real estate loan program.

Applied comprehensive knowledge of credit processes and products, portfolio

management and profitability of banking products to formulate and execute

analyses. Prepared weekly reports to senior management. Created and led PowerPoint

presentations. Conducted weekly training sessions for 30+ employees on consumer

regulations, policy and procedures.

Compiled and analyzed data to identify the root cause of consumer real estate

productivity problems. Formulated strategy that improved productivity in the

local Baltimore region.

After a thorough analysis of mortgage production, implemented a strategy that

rectified the problem by increasing support to 39 banking centers within the local

Baltimore region.

Developed performance development plans for associates of underperforming banking

centers.

Teamed with training manager to create a "skill gap" class on consumer lending,

with a focus on mortgages and refinancing, for underperforming associates.

Increased seller productivity from 40% to 76% with first six months in role.

Originated 247 real estate purchase applications in 2 months, double the

applications generated in first 4 months of the year, due to effective execution

of production strategy.

Promoted to Assistant Vice President

Banking Center Manager ( 2002-2006)

Managed the full scope of banking operations including consumer loans, banking

products and services, regulatory compliance and program analysis. Recruited,

hired, developed and disciplined employees. Analyzed and monitored quarterly and

annual goals. Prepared written reports and summaries for all areas of operations

using Word, Excel and Access. Demonstrated strong networking ability and

outstanding customer liaison skills to cultivate long-term relationships.

Supported audits, internal and compliance reviews.

Honored as market champion for consumer real estate. Led top producing banking

center in region. Tapped to share best practices with other centers.

Prevented potential financial loss by identifying red flags that led to discovery

of money laundering.

Fostered an environment conducive to a high performance. Empowered associates to

demonstrate standards of excellence.

Gained reputation as the "fixer." Orchestrated turnaround of 5 underperforming

banking centers.

Received numerous incentive bonuses for exceeding goals.

Promoted to Bank Officer in December of 2002

Successfully accomplished generating over 17.5 million dollars in loans annually

Member of Consumer Real Estate focus group

Selected as a Team Leader for regional United Way Campaign

Personal Banker (1998-2002)

Supported commercial lending by reviewing financial statements, proper

documentation and ensuring regulatory compliance. Effectively identified and

assessed customer requirements for consumer and commercial loan clients. Formed

and managed partnerships with specialized departments. Referred customers to

partners and provided follow-up to ensure highest level of service.

One of only three personal bankers in the market to be selected by regional

executive sales team to participate in Deposit Retention Initiative, an off-site

pilot project to increase deposits from high net worth customers. Selection was

based on strong record of performance in phone sales.

Established weekly meeting with representatives from various banking departments

to review new products and promotions and track follow-up on referred customers

that strengthened service delivery, promoted internal collaboration, and increased

new business.

Established monthly "Call Nights," for personal bankers in improve sales and

quality of communication with clients about new services and customer expectation

management. Provided coaching to strengthen skills and awarded incentives for

success. The new process strengthened client retention and deepened

relationships with existing and prospective clients.

Received Customer Experience Leadership Award (CELA) from Bank of America in March

2001.

Successful in achieving status as Series 6 licensed associate.

Received personal letters of commendation from customers for outstanding customer

service.

Maintained and originated over 2.5 million dollars in loans annually

Computer skills

Microsoft Office (Word, Excel, PowerPoint, Outlook) and SharePoint.

Volunteer Activites

Alumni Admissions Volunteer, Hamilton College 1991-Present

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